JOB SPECIFICATION RESULT AREAS RESULT INDICATORS CLIENT SATISFACTION Client meeting programme
Daily, weekly and monthly meeting schedules to be in place. Arrange fixed weekly meetings with clients; keep meeting books up to date for audit purposes.Submit meeting books for audit at the end of each month.Provide clients with feedback on complaints and meetings.Correspondence
Ensure effective and professional correspondence with clients.Submit monthly reports.E mail communication.Investigation feedback.Follow up on Incident reports, provide feedback.Feedback to client on complaints.Develop relationship with client contact person.
Manage client's needs.
Ensuring scope of work is adhered to.Immediate feedback to clients.SOP's and JD's must be up to date and approved by client.Ensuring that all equipment is accounted for and serviceable.OPS PROCEDURE Site Audits
Audit site once a week, use the site audit sheet.Will be requested to conduct audits on other sites as part of service level improvement.Inventory
Inventory checks must be done on site weekly.Weekly inventory returns must be submitted to the Area Manager.Damages or losses must be reported and statements completed, guilty parties must be held accountable.Site meetings
Site meetings must be held monthly with all personnel.Use the meeting book to keep records of meetings.Daily Safety Toolbox Talks to take placeDiscuss specific cleaning plans for the day and the weekTraining
Comply with training programme.Comply with training monthly subjects.Submit proof of training.Client files
Client files must be kept up to date and complete at all times.Ensure all relative documentation is in the file.PROFITIBILITY AND FINANCE Control of direct expenses
Ops phone accounts must be limited.Fuel must be managed; any deviation must be reported.Sites must be staffed according to the contract and approved staff roster, no over or under staffing.Place equipment according to contract requirement.Casuals must be scheduled to optimum levels and used wisely.Wage to revenue must be monitored.Control - headcounts, temporary staff, overtime and leave and sick days.Finance
Arrange quotations and order numbers for equipment etc needed for the site, ensure that the correct process is followed.Ensure equipment are serviceable and clean. All maintenance and repairs must be done immediately as the need arises with approval from Operations Manager.Ensure all loan application for cleaners are handled correctly and that PER 3's are completed correctly.Do accurate leave planning and ensure that leave does not accumulate.SALES REVENUE New contract leads to be passed on to Sales DepartmentAssist with up selling on existing contract.Contract must be retained, any risks with regards to the loss of business must be communicated ASAP, senior management need to assess the situation and take steps to assist.HUMAN RESOURCES Recruitment
Ensure your contract are staffed according to contract.Any vacancies must be filled immediately.Ensure advertisements are placed, recruit via HR Department or mouth.Cleaners must be without a criminal record. Securilab checks to be done and approved before employing new staff.Recruit professional, well groomed cleaners.Cleaners must be fluent in English.Industrial relations
Conduct lower level disciplinary enquiriesCarry out investigations into misconduct ASAP.Ensure staff adhere to company policies and procedures.Use the employee handbook and the penalty guideline for warnings.Your conduct must always be professional.Health and Safety
React to IOD's immediately.Report any IOD immediately to your Area Manager.Ensure WCA and relevant documents are completed and submitted to the IOD Department.Where required ensure protective clothing is worn and that employees are adhering to the client's health and safety requirements.Manpower development
Staff training programme.Induction training.Training to be completed and signed by employees and kept on employee files for reference as well as on Health and Safety File.Register administration
Ensure that timesheets are on site and completed properly.Ensure all timesheets are kept on file for record purposes.Submit Ops admin to Area Manager.Communication with staff
Performance evaluation
Quarterly performance assessments must be conducted with cleaners.You will be measured according to the criteria listed in the Job spec and the Exception monthly reports on your performance measured by statistics.Wages
You must adhere to the target dates on the pay cycle.You are responsible for the accuracy of the postings and time books and check sim payslips.Pay queries must be handled quickly; written feedback must be submitted to the cleaner. You are responsible for the follow up.Adherence to company policy and procedure.
Leave
Leave planning must be done according to the leave cycle.Leave form must be submitted and reliever planning must be done in advance, this must be scheduled on the Staff working Roster.Ensure appointment of leave relievers after approval from Area Manager.IMAGE Uniforms and dress code to be adhered to.
Condition of Equipment to be always impeccable.
Appearance of equipment and cleaning office.
Image and general neatness of cleaners is of utmost importance.
You need to be punctual and professional.
Your dress code must be in accordance with company dress code.
INNOVATION New ideas and methods must be discussed during Ops meetings.
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